This document provides a comprehensive guide to troubleshooting any issues you may encounter while using Caster and its UI. Follow the steps outlined below to diagnose and resolve problems effectively.

Note: Before proceeding with any troubleshooting steps, ensure you have basic technical knowledge and understand the risks associated with working with hardware components. If you are unsure or encounter complex issues, it is recommended to seek assistance from a dedicated technician or contact our support team.

Restart unit

Ensure the power supply is switched off at the wall, Remove and re-insert the power cable, wait for a few seconds then reactivate mains power.

This simple restart process can be used to resolve temporary issues and restore normal operation.

Ensure that you are using the power supply provided with Caster. Using an unauthorised power supply may damage the unit and put users in danger.

Authorised Power Supply units include:
Pro-Elec PELL0024 (5V, 3A, 15W, 2.1mm Plug)
Tiger Power Supplies TP1128 (5V, 3A, 15W, Interchangeable International Plug-In Power Supply (Level VI), 2.1mm Plug)

Noise on stream - check audio source grounding

Verify that the audio sources connected to the hardware encoder unit are properly grounded. Improper grounding can introduce noise into the stream, causing audio disturbances. Ensure all audio cables and connectors are securely connected and properly grounded. 

If the audio input components cannot be grounded, connect the Caster's output to a component that is grounded, like a hardware mixer.

Troubleshooting network issues

Check the network connection between the hardware encoder unit and the browser-based UI.

Ensure the USB network card is seated properly in the USB port on the unit. If it is not, re-insert it and restart the unit

If using a wired connection, try using a different ethernet cable or port on the network switch. Ensure the network cables are securely connected on both ends.

If using a wireless connection, make sure the unit is within range of a stable wifi signal. If there are temperamental issues with the wifi connection, "forget" the network via the UI and reconnect. Ensure the wifi password is correct.

If the issue persists, connect the hardware encoder unit to a different network to isolate potential network-related problems.

Clear browser cache and cookies

In the browser used to access the UI, clear the cache and cookies to eliminate any potential conflicts. The process for clearing cache and cookies may vary depending on the browser used.

Refer to the browser's documentation or support website for detailed instructions on clearing cache and cookies.

Remote login

If you have exhausted all troubleshooting steps and still need help diagnosing and resolving your problem, our support team are on hand to remotely log in and debug any issues. In this scenario, your Caster just needs to be powered on and connected to a network for our team to have access.

For more specific troubleshooting advice relating to stream connections or recordings, read our guides here:
Caster: Why is my stream not connecting?
Caster: Stream log errors explained
Caster: Why are my recordings not saving to USB?